Technical Support Specialist 1

POSITION SUMMARY: The Technical Support Specialist will serve as the primary point of contact for nVenia customers (both internal and external). They will provide frontline support via phone and email, using technical expertise, documentation, and hands-on product experience to guide customers through troubleshooting, identify root causes, and recommend corrective actions. These may include process adjustments, equipment changes, replacement parts, or coordinating onsite support. 

This role requires extensive application experience, strong product knowledge, exceptional problem-solving ability, influence, and outstanding customer service and technical skills to ensure that technical issues are identified and resolved quickly and effectively. 

POSITION DUTIES AND RESPONSIBILITIES 

• Provides external customers with technical support in response to inquiries via phone and email. 

• Coordinates response to customer issues by gathering input from internal experts in service and engineering  

• Create, manage and close technical support cases in the case management system 

• Willing to be flexible with working hours to accommodate phone coverage 

• Willing to provide “after hour” support as part of a rotating pool 

• Provide equipment reliability feedback to quality engineering and collaborate on improvements 

• Attend training classes and travel on shadowing service jobs to gain hands on practical experience. 

• Develop technical documentation, procedures, and training courses for technical support and field service.  

• Comply to industry, company and customer safe working practices 

POSITION SPECIFIC COMPETNCIES: 

• Great Customer Service 

• Sense of urgency 

• Detailed oriented 

• Complex Problem solver - Resolves difficult and/or complicated challenges 

• Teamwork - promotes cooperation and commitment within a team to achieve goals and deliverables. 

• Self-Management - Manages own time, priorities, and resources to achieve goals  

• Verbal Communication skills – Conveys ideas and facts orally using language the audience will best understand. 

• Written Communication skills - Conveys ideas and facts in writing using language the reader will best understand. 

POSITION REQUIREMENTS: 

• Three to five years of experience in a manufacturing environment required
• Five years or more experience in the packaging and/or automation industry in field service, engineering or manufacturing function required.
• Solid knowledge of manufacturing and engineering processes
• Ability to read mechanical and electrical drawings
• Experience working in Salesforce a plus
• Working with PLC based controls a plus
• Technical writing experience a plus
• Ability to travel up to 15%

PHYSICAL REQUIREMENTS: 

While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk or hear; uses hands to finger, handle, or touch objects or controls.  On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders. 

The incumbent must occasionally lift, push, or pull up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: 

The position is an office-based position with occasional visits to the manufacturing area.  Up to 15% of the time the position will go to customer sites to assist in conducting diagnostics, repair, and training on the manufacturing floor.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.